Perhaps the hardest part of any presentation is not the actual delivery, but rather the questions afterwards. During the presentation you have your notes and the content is controlled. Once you ask the audience for any questions, then this introduces an element of unpredictability. In addition, the audience may be at least as knowledgeable as you.
There are several key points about taking questions from the audience. First of all, there can be a tendency to suddenly alter you body language and voice displaying some nervousness as you enter the unknown. Here are a few things to avoid when taking questions:-
- Don’t take a step back after a question (this can be seen as defensive and/or nervous)
- Don’t raise the volume or pitch of your voice
- Don’t tense your body before the question and then visibly relax when you feel confident you can answer the question
The one thing that a presenter really fears is a question to which he does not know the answer. The standard response when trying to come up with an answer is “That’s a good question”. This may give you more time, but this stock response is now associated with politicians who avoid answering the question and go on to deliver a policy speech. It is better to ask for clarification and the phrases below would be suitable:-
Sorry, I didn’t quite follow that, could you repeat that again please? (Lack of understanding)
Sorry, I didn’t quite catch that, could you repeat that again please? (Questioner too quiet or microphone didn’t arrive in time!)
In a case where you generally don’t know the answer, you should be direct and honest about it. Offer to check the answer and get back to the questioner later. An appropriate phrase for this would be:-
I don’t know the precise answer to that, can I get back to you later.
Obviously, make sure you have or can get their contact details and always ensure that you do get back to them!
If the answer to the question would reveal confidential or sensitive information the following can be used:-
I’m afraid I can’t comment on that at this stage/in this forum.
If you have already answered the question in your presentation, you shouldn’t tell the questioner directly-“I’ve already covered that!” Instead, you can use the following phrase:-
Well as I mentioned earlier, and sorry I didn’t make it clear………….
One problem faced by presenters in answering questions is that one individual wishes to monopolize the question period, has his own agenda and/or likes the sound of their own voice. Eye contact can be a valuable tool here. Once you have finished answering the question, make sure you look at another part of the room. Looking back at the questioner will encourage another follow-up question.
Finally, if you have set aside ten minutes for questions, then make sure you stick to that timing. If a questioner is determined to continue or if the question requires a long and detailed reply, then offer to speak to them afterwards.
That’s quite a complex issue, can I speak to you individually after the session. Well, we’ve come to the end of our allotted time, so thank you for your attention.
Guy Perring is Director, Professional Development Unit (PDU), at the British Council Malaysia. The PDU offers a wide range of learning opportunities from management and communications skills training to developing English skills. Contact the British Council in Kuala Lumpur at Tel: 03-2723 7900 or Penang at Tel: 04-263 0330 or visit www.britishcouncil.org.my
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